Junior Support Engineer

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    "datePosted": "2025-05-13",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Purpose of the job</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are looking for a support engineer to provide stellar support to Passbolt customers and community members. Your primary focus will be to troubleshoot installation issues, help reproduce bugs, participate in discussions related to performance or usability issues. You will also maintain the knowledge base by writing how-to and technical documentation. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Main responsibilities</span></p>\n<p><span style=\"color: #666666; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Support</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Your main mission is to create customer delight by delivering responsive, empathetic, and solution-oriented support that turns every interaction into a positive experience, including:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Evaluate, prioritize and help resolve Passbolt customer support cases. Solve and close at least 90 issues per quarter with an average satisfaction rating above 5 (out of 7) and average response time below 8 working hours (4 working hours for priority SLA customers).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Communicate and solve customers' problems via email, phone and video-conference.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Communicate and solve users' issues on the community forum.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Help maintain public documentation, how-to blogs, and support the team’s knowledge base.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Document customer-reported bugs with “how to reproduce” steps and help test upcoming releases.</span></li>\n</ul>\n<p><span style=\"color: #666666; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Security</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">As part of a cybersecurity company, you will play a direct role in protecting customer trust and safeguarding sensitive information. Your security responsibilities include:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Following company security policies and procedures.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Maintaining strict confidentiality of customer data at all times.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Reporting potential security incidents, risks, or suspicious activities in a timely manner.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">You should apply if:</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">You like communicating and helping people</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You're a natural communicator and take pleasure in using those skills to help others.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You like digging into unknown issues, exploring new technologies, exotic setups and figuring things out the hard way.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You enjoy solving many small problems per day.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">You are a support professional</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">you’ve got some experience in a support or other service-oriented customer facing role.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">you’re experienced in writing support / tech-focus content.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">You’ve got a knack for web technologies and server administration</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have Linux systems administration knowledge</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You know at least one programming language, preferably PHP or Javascript.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have working knowledge of LAMP environments.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have working knowledge of Docker and ideally also Kubernetes.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have some experience with Git. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have experience with passbolt products.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">You enjoy diversity</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You have experience working in an international environment with a culturally diverse user community.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Fluent in English, both verbal and written and preferably one other language.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Growth opportunities:</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You will be a full time Support Engineer at Passbolt. Naturally, a middle-term possible growth path would be to become Senior Support Engineer and lead the upcoming team of fellow support engineers that will join us.</span></p>",
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